Teal - Incident Manager - Brampton, Ontario, Canada

Lucy Teal

Brampton, Ontario, Canada


Incident Manager

  • Full time
  • Part time
  • One time
  • Contract
  • Temp

Work History

Major Incident Owner

Loblaw Companies Limited

February 2011 - October 2012

Major Incident Owner

Reported to a Senior Manager and Director and responsible for developing new processes and procedures as this was a new area within Loblaw. Was instrumental in developing new reports for Management reporting on all major incidents. Responsible for ensuring the appropriate support teams were engaged in order to bring a fast resolution. Introduced process to more effectively facilitate incident calls. Developed and maintained email distribution lists of all customers for incident notifications.

o Managed the incident through service restoration to ensure SLA’s were met.
o Responded to severity one incident within 5 minutes.
o Validated classification of the incident to determine severity.
o Assessed severity, which validates resources required for resolution.
o Evaluated problem and developed a service recovery plan.
o Assessed whether technical support teams have determined what the problem is and whether a recovery plan has been mapped out.
o Ensured the customer had been contacted to confirm that the service had been restored to the customer's satisfaction.
o Ensured the progression of the incident restoration and all relevant times were documented.
o Contributed to the outage review or RCA (Root Cause Analysis) process as required.
o Ensured internal notification and escalation activities were executed and completed.
o Acted as the focal point for all communication to Sr. Management to ensure accuracy of current situation.

Major Incident Manager


June 2010 - January 2011

Root Cause Analysis (RCA) Manager 2010 - 2011

Responsible for the whole subject of RCAs, including the RCA creation, the quality of the RCA, the coordination of preparing on time, writing the Problem Resolution Report (PRR) and delivering it to the requester.

• Administration and management of the RCA creation.
• Analyzed RCAs and obtained any missing facts of the incident from resolver.
• Analyzed clients’ Problem Request Forms to determine corrective improvements.
• Created Problem Resolution Report (PRR) based on the RCA.
• Delivered the client’s – Problem Resolution Report (PRR) to the requester.
• Communicated corrective actions to IBM Service Delivery Manager and the client.

Special Improvement Manager (SIP) 2010 - 2011

Responsible for the whole subject of corrective actions regarding the RCA, including the SIP creation, the quality of the SIP, the coordination of getting the corrective actions in time, creating an order and delivering it to the requester. Delivered corrective actions to the Service Manager, Service Delivery Manager and the customer. Tracked the service improvement plan to ensure they are acted upon.

Major Incident Manager

IBM Canada Ltd.

June 2001 - January 2011

Major Incident Manager

Responsible to accompany major incidents until the incident was either resolved or an acceptable workaround had been implemented and the status “major incident” was no longer justified. During the timeframe of a declared major incident, the Major Incident Manager collects all information and evidences gathered during the resolving process.

• Evaluated the incident situation, decided on the correct level of escalation, if appropriate, declared the incident as a major incident and determined the scope of the major incident.
• Assembled a team of technical support people. If the incident resolver was unable to determine what the incident is within the allowable time, the incident was escalated to a more senior resolver.
• Coordinated major incident determination activities and resolution plans.
• Facilitated team meetings to ensure accurate transfer of knowledge.
• Verified that internal notification and escalation activities were executed.
• Informed the client a major incident was declared.
• Made service restoration / recovery decisions.
• Verified the progress of the major incident recovery and all relevant times were documented.
• Acted as the focal point for all major incident related communications in and out of the incident recovery team.

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